Description
Summary
Analyzes and answers requests by mail, telephone, or in person from policyholders or internal production and marketing personnel for information concerning insurance policies by performing the following duties.
80%
Client/Policy Services
Provides daily service to and builds relationships with clients by managing phone calls and emails in a timely manner and attending meetings
Responsibilities include:
· Maintaining direct communication and relationships with insureds.
· Obtaining updated underwriting information from clients when necessary.
· Reviewing policies and entering information in a database system.
· Performing open enrollment meetings and assisting clients in enrollment paperwork for employees.
· Maintaining agency management database with current information and ordering corrections as necessary.
· Maintaining conducive relationship with insurance carriers.
· Preparing ERISA wrap documents.
· Coordinating with Technology & Benefits Department to support client enrollment needs when applicable.
· Maintaining Producer and Service Manager confidence in job knowledge, judgment calls, and awareness of current industry trends and developments.
· Maintaining compliance with all Employee Benefit service standards and procedures.
· Handling complex policy issues and finding resolution without Producer/Service Manager involvement.
· Working with the Marketing Department and clients for the purpose of gathering marketing data.
· Seeking opportunities for potential up selling of accounts.
· Coordinating with Renewal Marketer when applicable.
10%
Teamwork
Works together with team and with other departments, such as Marketing, Accounting, Compliance, etc.; this includes conferencing with Producer to discuss execution of strategies. Assists in training new team members. Volunteers to back up and/or assist others as needed. Manages PTO to work with departmental needs. Special projects as requested by Manager.
10%
Determination
Displays commitment and initiative to meet department and agency education goals as set forth in the organizations education program.
#LI-DNI
Requirements
Supervisory Responsibilities
Directly supervises 1-2 Account Manager Assistants. Responsibilities include assigning, and directing work to Assistants.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies: Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data. Continuous Learning - Seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others. Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others. Use of Technology - Adapts to new technologies; uses technology to increase productivity. Design - Demonstrates attention to detail. Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem solving situations. Project Management - Communicates changes and progress. Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; responds to requests for service and assistance; meets commitments. Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods. Cooperation - Establishes and maintains effective relations; offers assistance and support to co-workers; works actively to resolve conflicts. Managing Customer Focus - Promotes customer focus; establishes customer service standards. Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions. Teamwork - Contributes to building a positive team spirit; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed. Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information. Delegation - Delegates work assignments; sets expectations and monitors delegated activities. Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness. Business Acumen - Demonstrates knowledge of market and competition; aligns work with strategic goals. Ethics - Inspires the trust of others; works with integrity and principles; upholds organizational values. Organizational Support - Follows policies and procedures. Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events. Personal Appearance - Dresses appropriately for position; keeps self well groomed. Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time. Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.; completes tasks on time or notifies appropriate person with an alternate plan. Initiative - Undertakes self-development activities. Judgement - Includes appropriate people in decision-making process. Planning/Organizing - Prioritizes and plans work activities; uses time efficiently. Quality - Demonstrates accuracy and thoroughness; monitors own work to ensure quality.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
At least five years related experience and/or training, preferably handling multi-line, group health accounts; or equivalent combination of education and experience.
Language Skills
Ability to read, analyze, and interpret complex documents, such as insurance policies. Ability to respond effectively to inquiries or service issues from company personnel and/or clients. Ability to speak and represent the company effectively before groups of customers.
Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
Reasoning Ability
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to bring full resolution to issues without Producer/Service Manager involvement. Possess reasoning ability which maintains high level of Producer and Service Manager confidence.
Computer Skills
To perform this job successfully, an individual should have knowledge of Database software; Internet software; Spreadsheet software and Word Processing software.
Certificates, Licenses, Registrations
Must hold applicable state insurance license or have the ability to obtain such within 90 days of employment. Must be able to obtain insurance designations as set forth by the organization’s education plan.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
